Modular Messaging Not Answering

Question

Modular Messaging Not Answering

ddog6601 (TechnicalUser)

(OP)

3 Jul 14 08:11

Hi

I have 1 user on Modular Messaging 5.2 that will not go to voicemail. Instead of hearing the recorded name and then being able to leave a message,instead you will hear the system say ' Are you still there ' a couple times then ' Sorry you are having trouble ' then disconnects the call. I have tried removing / adding the user to vm and the pbx already. In the Frontend MAS there was multipke entries for this user ( we thought that was the issue ) so a FEDB sync was performed. After the sync the ext only appears once now but still not able to leave a message on that one box on the system. I do not think it is on the pbx side because I changed the coverage path to point to a test extension and the cov path folowed and rang the phone. Thanks for any help you may have.

KenMeans (Vendor) · Answer 1 · 2014-07-05 09:49:07

It sounds like you have a caller application with that number in it and that will not show in the FEDB.

Look at the associations in caller applications to see if the number is listed under called number

Ken Means

www.tel-is.com
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

ddog6601 (TechnicalUser) · Answer 2 · 2014-07-07 11:32:06

Thanks for the response KenMeans. I do not know of the number being in any of our Applications. I have already tried a list usage extension xxxxx and it does not appear to be used anywhere else in the pbx. Any suggestions I may try ?

KenMeans (Vendor) · Answer 3 · 2014-07-07 11:59:45

It must be a caller app if you dial it and it immediately plays the "are you still there" prompt.

I would open the OHV in live mode and then call it. It should show you what is answering the call.

Ken Means

www.tel-is.com
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

ddog6601 (TechnicalUser) · Answer 4 · 2014-07-07 12:50:04

That is where I am confused it does not immediately play the message it will ring the phone then if the user does not answer, the cov should go to her voicemail box but instead you will hear are you still there a few times and then sorry you are having trouble before disconnect.

KenMeans (Vendor) · Answer 5 · 2014-07-07 12:57:25

That makes sense to me. It just means that that number is in use by something else in the MM and the only way to find it is to look at the OHV live to see what is answering the call when it covers from the phone.

Ken Means

www.tel-is.com
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

ddog6601 (TechnicalUser) · Answer 6 · 2014-07-07 14:17:56

KenMeans Thank You !
That was exactly it.
The issue was that someone associated her extension with a caller app in the voicemail system, it is working fine now once removed.

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Modular Messaging Not Answering